Agent tips

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Community Tip: Create automated public follow-up for tickets in a Pending state Article

Community Tip: Create automated public follow-up for tickets in a Pending state

There is now a way to create an automated public follow-up for tickets in a Pending…

How to build great internal partnerships (hint: a stick is involved) Article

How to build great internal partnerships (hint: a stick is involved)

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…

Revitalize your customer service with rotating roles Article

Revitalize your customer service with rotating roles

In the world of customer service, keeping things fresh and exciting for your agents is no…

Streamlining your workload: efficiency tips for small businesses Article

Streamlining your workload: efficiency tips for small businesses

It's not uncommon for businesses to outsource the management of their IT infrastructure to managed service…

5 ways to add meaning to your customer data Article

5 ways to add meaning to your customer data

You have a lot of customer data in your Zendesk...so now what? Unless you know how…

Community tip: find your repeat customers Article

Community tip: find your repeat customers

I am sure we all have experienced the anxious customer. The one that emails you a…

Use your phone for more than pictures of lunch: tips for screening job candidates Article

Use your phone for more than pictures of lunch: tips for screening job candidates

It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the…

The customer service resume checklist Article

The customer service resume checklist

Finding the right customer service talent is no simple task. As part of our series, How…

Maintain accountability with one simple move Article

Maintain accountability with one simple move

One of the realities of working for a company that genuinely cares about customer service is…

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell Article

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell

Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with…

Everything you need to know about customer service cover letters Article

Everything you need to know about customer service cover letters

It is becoming increasingly common for customer service hiring managers to focus less on cover letters…

How to write a customer service job description Article

How to write a customer service job description

Sometimes sitting down to write a job description can feel like a monumental task

The vitals of virtual support teams Article

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

Tip of the week: Building your change management process Article

Tip of the week: Building your change management process

For the simplest change management process, all you need is a few custom configurations.

Keeping things fresh with rotating roles Article

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Community tip: track repeat ticket submitters Article

Community tip: track repeat ticket submitters

Keeping track of customers who submit multiple tickets is great way to gauge things like customer…

Understaffed and extra busy? Here’s how to keep your cool Article

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

Why having new employees answer support tickets could be the best thing your company ever did Article

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is…

Tip of the Week: Queue Management in Zendesk Article

Tip of the Week: Queue Management in Zendesk

Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of…

S*** Support Agents Say Article

S*** Support Agents Say

We know, we know: the S**** People Say meme is on its last leg. Who can…